Chris, You could create a Custom Field called "Work-Category" for your SysAdmin Queue and then create a Queue to handle the tickets for each specific value or set of values in that CF. Then you will need to write a scrip for your "SysAdmin" Queue to evaluate that CF and based on specific values, move the ticket to that corresponding Queue.
That's the best advice I can offer. Kenn LBNL On Mon, Feb 14, 2011 at 7:10 AM, Chris Barnes <[email protected]> wrote: > Q1: can RT do "sub-queues"? > > Here's why I'm asking. > One of the queues we use is called "Sysadmin" - for tasks which are System > Administration in nature (as opposed to "helpdesk", "accounting", etc.) > > Within the category of Sysadmin, there are some tasks which are reoccuring > and could use their own "sub-queue" - eg. adding/removing users (we're a > university dept so every semester I have to add/remove some 60/75 students); > documentation of the system (both FAQ for users as well as internal > documentation). > > > Q2: do sub-queues make sense? > I am trying to be too fine here? Is this something other people have > thought about? > > > -- > Chris Barnes AOL IM: CNBarnes > [email protected] Yahoo IM: chrisnbarnes > Computer Systems Manager MSN IM: [email protected] > Department of Physics ph: 979-845-1379 > Texas A&M University fax: 979-845-2590 >
